Maintel Europe Limited

Cloud telephony Unified Communications with Mitel and optional S4B - ICON Communicate

ICON Communicate is a cloud and managed communications service, encompassing enterprise cloud telephony, unified communications and contact centre, delivered, operated and fully managed by Maintel. Our cloud platform offers customers a range of flexible technology and service capabilities built around a service offering that allows tailoring to specific customer needs.


  • Communications as a managed service
  • End-to-end SLAs
  • A full managed service, we provide people, not just portals
  • Highly flexible commercial model, any combination of capex/opex
  • Tailored solutions, one size fits no one
  • Flexibility, includes access to third-party products
  • Migration - the service can utilise existing investments, reducing costs
  • Service backed by an availability SLA to five nines
  • Designed for real-time applications such as voice and contact centre
  • Deployed on dedicated virtual servers, ensures high levels of security/performance


  • A single reliable solution for an organisation’s communication needs
  • A flexible service, tailored to the needs of Enterprise customers
  • Choice of vendor, ability to use hardware/licenses already in situ
  • Cloud security and compliance. ISO 27001 and Cyber Essentials+ certified
  • Consistent, simple billing with Intelligent Telephone Expense Management
  • Service & Transition Management ensures minimal disruption
  • Single Point of Contact for all customer communications
  • Provides piece of mind and unburdens valuable customer resource
  • Service availability guarantees and 365/24/7 monitoring for all critical services
  • Credible with references. Award winning cloud & managed service solutions


£2.94 per licence per month

  • Education pricing available

Service documents

G-Cloud 11


Maintel Europe Limited

Helena Ostlin Hope


Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Our Microsoft service can be delivered as a standalone telephony service or can integrate with and act as an extension or overlay to either Mitel or Avaya Unified Communications platforms
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints Maintel's cloud communications platform offers a range of flexible technology and service capabilities built around a Foundation Service offering. To allowing tailoring of the service to specific customer needs, Maintel provide a number of pre-defined Enhanced options to improve user productivity. The service can be further extended to incorporate additional customised options, as required.
System requirements Existing Mitel, Avaya & Microsoft licenses can be incorporated

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Maintel offers 24*7 support to all customers, response times are based on the severity of the fault ranging from <30 mins for a Cat 1 to <8hrs for a Cat 5 fault.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Onsite support
Support levels Maintel offers 3 support levels, foundation, enhanced and custom operating on a 24*7 basis with 4 hour fault fix for qualifying services. Service levels are backed up with on-site technical support if applicable and 2nd/3rd line support personnel located in our Network Operations Centre. Please see product documentation for further information
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started User documentation is provided. Customers are provided with a dedicated web portal that allows access to the Maintel Incident Management system and enables the tracking of incidents, problems and change requests. Each incident raised receives a web reference which is unique to the incident and confirms that the ticket has been received by the Service Desk. This reference will be used throughout the life of the ticket to track updates and the ultimate resolution of the incident
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Maintel does not store customer/user data
End-of-contract process Services will renew unless the customer ceases the contract or gives such notice. Once notice is received services will be ceased in a timely manner as agreed with the customer.

Using the service

Using the service
Web browser interface No
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Maintel's customer service portal is an on-line service accessed through a web browser.
Accessibility standards None or don’t know
Description of accessibility Maintel's customer service portal is an on-line service accessed through a web browser
Accessibility testing N/A
Customisation available No


Independence of resources Maintel's cloud infrastructure (RTCP) is designed to support real-time communication services, such as enterprise voice services and contact centre. The VMware cluster provides a shared service architecture environment with each customer solution deployed on its own dedicated virtual servers to ensure high levels of security and performance. Each customer environment is managed and monitored as a unique and dedicated solution (rather than a shared multi-tenant telephony environment). Computing resources are ring-fenced for each customer so that they are there when needed, ensuring no interruption in voice conversations, or loss of service.


Service usage metrics Yes
Metrics types Availability SLA metrics. Summary of incidents and requests for technical assistance, statistical analysis of incidents and requests for technical assistance, review of incident escalation management, analysis of incident trends, analysis of performance against contracted SLA targets, service Credit information (if applicable), problem management, change management activities and usage of change tokens, capacity management and any recommendations for changes to the service, assessment of Continuous Service Improvement initiatives
Reporting types
  • Regular reports
  • Reports on request


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Mitel, Avaya & Microsoft

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations No
Datacentre security standards Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Encryption of all physical media
Data sanitisation process No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Maintel does not store user data
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Each component service that makes up ICON Communicate has an associated service level. In addition, there is an overarching availability service level that is provided for the service as a whole.
This service level is measured as core system availability for the foundation service, and includes the SIP trunks, ICON network and Mitel telephony. Enhanced and Custom options will have their own specific SLAs, as will any adjunct products that cannot be located within the resilient VMWare environment. Connectivity to customer site and local LANs will also have specific independent SLAs.
The foundation service has a baseline SLA of 99.99% availability, which translates to no more than 51 minutes of unplanned service availability in the year. Whilst this Availability SLA is provided on an annual basis, it will be calculated on a monthly basis, and this monthly measure will be used to determine the level of any service credits that will be provided, if applicable. A Custom option is available for 99.999% availability (Five Nines), details available on request.
Approach to resilience The communications infrastructure is deployed within a secure, resilient Data Centre architecture - information relating to this architecture can be made available upon request.
Outage reporting A service outage is measured from the creation of the initial incident tracking ticket, either via automated ticket generation from an alarm or from customer notification through to service restoration (as agreed with the customer). Service restoration does not imply that the issue is necessarily resolved but that the agreed functionality and services are restored, either through switch over to a back-up service or other acceptable workaround.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Public key authentication (including by TLS client certificate)
Access restrictions in management interfaces and support channels They are only accessible throughout the Domain. Users must be authenticated on the Domain first.
Access restriction testing frequency At least every 6 months
Management access authentication Public key authentication (including by TLS client certificate)

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for Between 1 month and 6 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Assessed and certified by "DAS Certification"
ISO/IEC 27001 accreditation date 18/03/2016
What the ISO/IEC 27001 doesn’t cover Supplier's ISO27001:2013 certificate covers the whole business.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Audited and certificed by a QSA from IT Governance
PCI DSS accreditation date 05/09/2016
What the PCI DSS doesn’t cover PCI-DSS scope of applicability covers ICON Communicate with Mitel and ICON Connect offers.
Other security certifications Yes
Any other security certifications CyberEssentials+

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards CyberEssentials+, PCI-DSS, N3, HSCN (ongoing). Security governance is in place throughout the whole business and managed regularly with a recurring Information Security Steering Group.
Information security policies and processes ISO27001:2013 policies and procedures.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Configuration changes will be made remotely and managed by the Maintel NOC Technical Support Team, access to equipment will be centrally controlled via Authentication, Authorisation and Accounting (AAA) based services. Configuration changes are classified as Standard or Non-standard, details of which can be made available on request.
Vulnerability management type Undisclosed
Vulnerability management approach Please see further details in Service Description.
Protective monitoring type Undisclosed
Protective monitoring approach Please see further details in Service Description.
Incident management type Undisclosed
Incident management approach Maintel's Service Desk manages all customer incidents and will restore service as soon as possible following an incident. The support processes are designed to be consistent with ITIL best practice and compliant with the ISO/IEC 20000 standard for IT Service Management. Incidents are reported by the web portal, telephone, email or auto-generated from monitoring tools. Incident reports are created and distributed by Maintel Service Delivery Management.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No


Price £2.94 per licence per month
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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